■ General Provisions

※ Purpose: This regulation is instituted to satisfy the need of customers with professional and timely service.

※ Content: This regulation includes items of general provisions, service instructions and response time.

※ Service Aim: Provide customers with professional, timely and continuous service. Try our best to satisfy the requirements of customers.

※ Service Principle: Integrity and sense of responsibility, sophisticated skill and customer oriented.

※ Performance Pledge

1.      Notice of lack of configuration should be provided in written form within thirty days from AWB date. Otherwise, it is considered as a conform information. Responses will be made within one workday after receiving written notification.

2.      Products are warranted with free service and replace components of the same brand, type and specifications for a period of one year from the AWB data against defects of quality.

3.      Replaced parts are warranted with free service of replacement or maintenance for a period of 90 days from the date of purchase against defects of quality.

4.      Technical whole-life service will be provided outside warranty period. While cost of maintenance is free, cost of material as well as freight out and home is charged.

5.      Responses will be made within one hour after receiving service application. Disposing suggestions and solution program will be provided within one working day.

※ Contact information ( 8：30-17：30 Monday to Friday Peking time ) ：

·         Tel: 0086 531 58668876（direct）

·         E_mail: afterservice@leading-instruments.com   

·         Http: www.leading-instruments.com  

·         Postcode：250000

·         Address：Huashan, Jinan, P.R.China

 

※ Exclusion

For products not sold by LEADING INSTRUMENTS directly, the sales regulation abides by the service agreement and quality guarantee regulations between distributors and customers. Division of authority and responsibility as well as the quality guarantee regulations between corresponding distributor and LEADING INSTRUMENTS follow the content of contract (oral agreement) between these two sides.

■ Service instructions

※ Instructions for Initial Use

1.      Open-package Inspection： Check the required configuration of product in contract with that of packing list. Make sure that all the parts mentioned in the packing list are included. (When taking out the products from its package, pay attention to the caution sign such as ‘do not hold here’.) Be sure all seals on the instrument are intact. Otherwise please contact LEADING INSTRUMENTS within 7 days.

 

2.      Product Commissioning： Please review the instruction manual and other materials supplied with the instruments carefully. Test the instruments under specified environment (temperature, power supply, gas supply etc.), parameters and operating mode. If there is any problem about our products, please don't hesitate to clarify it with LEADING INSTRUMENTS before commissioning. (Software of instrument computer has been installed before delivery. Users can use the computer directly. Discs supplied with instrument should be kept carefully for later use)

※ Confirmation of Warranty Period

Warranty period is supported from AWB date (Buyer and seller as well as the product mode are given clear indication). Without such supporting document, the warranty start date will be Ex-factory Date of the purchased products recorded by LEADING INSTRUMENTS. In any of the following cases, there will be no maintenance free of charge.

1.      Products are not purchased from LEADING INSTRUMENTS or LEADING INSTRUMENTS’s agents and distributors are not covered in the service regulation.

2.      Defects of instrument or other components caused by the use of accessories or peripheral instruments not produced or authorized by LEADING INSTRUMENTS.

3.      Defects or damages of instruments or other components resulted from abnormal reasons (including unsatisfied power supply, working environment, not the first delivery, long term storage, outside force and foreign body entering instrument).

4.      Defects or damages of instruments or other components caused by natural influences (such as earthquake or fire) or accidents (such as stealing and lost)

5.      Defects or damages of instruments or other components caused by dismantling, repair, and refit without LEADING INSTRUMENTS permission.

6.      Defects or damages of instruments or other components caused by plugging and connecting power cord , typing cord, communication cord and other connecting wire without cutting the power supply.

7.      According to the international convention, correlation insurance company is directly responsible for charges of maintenance or complete damage resulting from serious damage during international transportation. Customers must inform LEADING INSTRUMENTS within one working day after receiving the product. (For uninsured cargo, it is recommended that customers take out insurance)

8.      Defects or damages of wearing parts or lack of consumable (such as glass plate, lamps and filter paper)

※ Expiration of Warranty Period

    Warranty period is expired in one year from the AWB date (indicating the transaction sides and instrument type). Without above supporting document, the warranty start date will be the Ex-factory Date of the purchased instrument recorded by LEADING INSTRUMENTS.

※  Charge of Service

1.      Training

a．LEADING INSTRUMENTS provides customers with demonstration video of the sold products free of charge (attached with instrument or transmitted through Internet)

b．On the premise that customers need and are willing to bear correlative expenses, LEADING INSTRUMENTS engineer may arrive at the nominated places for product installation, debugging, training and commission. While training and maintenance service is free of charge, users must undertake relating travel expense of the engineer (including round-trip air ticket, ticket, accommodation and other travel expense). With the signed (or reached) service contract (oral agreement) between two sides and prepaid relating expenditures, LEADING INSTRUMENTS will send its engineer for contract service.

 

2.      Maintenance

a.      For problem caused by product quality within warranty period, LEADING INSTRUMENTS will provide product maintenance, technical support, freight out and home as well as spare components free of charge.

b.      Problem not caused by product quality within warranty period or maintenance outside warranty period is only charged for replaced components. However, freights home and out is at the customer’ side (only the replaced component is charged if transportation of instrument is not needed).

c.       Door-to-door service outside warranty period requires signed (or reached) service contract (oral agreement) between two sides. Users must undertake relating travel expense of the engineer (including round-trip air ticket, accommodation and other travel expense). With the signed (or reached) service contract (oral agreement) between two sides and prepaid relating expenditures, LEADING INSTRUMENTS will send its engineer for contract service.

■ Service Content

1、Please contact LEADING INSTRUMENTS as soon as possible if there is problem during the process of operation. To help service man providing accurate and timely solution for your problem or trouble, please make the following preparation before contact:

（1）Check product type on product certification (or in operation manual and manufacturer certificate), check serial number on the product.

（2）Having reviewed instruction manual carefully and having it at hand at the time of contact

（3）Make sure the fuse and all the connecting wire are in good condition when there is malfunction.

（4）Collect information about symptoms of problem (including displaying content and operation condition), problem time and other detailed information (customers who conceal actual information should be responsible for the lost)

2、LEADING INSTRUMENTS will make telephone call or email about using condition of products aperiodically.

■ Response Time

1、LEADING INSTRUMENTS’s personnel will response to help users solving the problem within one hour after receiving telephone call or written notice. It will give customers technical support through remote technologies such as telephone call, E-mail, and demonstration video. If component replacement is needed, the required component will be sent out within one working day (if there is charged fees, the required component will be sent out after receiving fax of transferred account).

2、If instruments needs to be send back for maintenance, LEADING INSTRUMENTS will notify the user within one working day after receiving the product about the inspection information. Instruments will be repaired within two working days and send out within one working day after repairing (if there is charged fees, the product will be sent out after receiving fax of transferred account).

3、If technical support cannot be realized through remote technology while it is inconvenient to send instruments back, LEADING INSTRUMENTS can offer field service. Charges and regulations are as above stated. Unless there are special circumstances, the response time is:

· Notify customers the personal information of LEADING INSTRUMENTS engineer within one workday after receiving customer notice and reaching agreement.

· On the premise that customers provide corresponding invitation and other necessary help , LEADING INSTRUMENTS will get the engineer’s visa as soon as possible.

· LEADING INSTRUMENTS engineer reach the conferred place within on week of the visa date.

■ Others

·     This regulation is the only open service regulation for customers. Herein other ones with special purpose or beyond the above items are refused.

·     The right to explain this regulation is reserved by LEADING INSTRUMENTS CO., LTD.

·     The right to revise this regulation is reserved by LEADING INSTRUMENTS CO., LTD.

·     Distributors (agents) should refer to cooperation agreement additionally.